Bank 3.0 : why banking is no longer somewhere you go, but something you do - King, Brett, 1968- (Singapore : John Wiley, 2013)
Part One: Changes in Customer Behavior Chapter 1: What the Internet and "VrackBerry" Chapter 2: Measuring the Customer Experience Part Two: Fixing the Broken Bits- Channel Improvement Chapter 3: Rebuilding the Branch One Customer at a Time Chapter 4: Please Hang Up and Try Again - Contact Centers and IVRs Chapter 5: Web - More Than 10 Years Old...and Still Broken Chapter 6: Mobile - The New Internet and Death of Cash? Chapter 7: ATM and Self-Service Banking - Convergence and Control Chapter 8: Navigating Rapid Change Dynamics Conclusion
Includes bibliographical references (p. [397-399]).
Keywords: Bancos -- Servicio al cliente; Servicios bancarios; Banks and banking -- Customer services; Bank management; Financial services industry